Data Analyst - Global Customer Service Operations

Main Job Responsibilities

• Develop, maintain, and enhance dashboards, reports, and analytical tools (using Excel, Power BI, Tableau, and other solutions) to provide real-time operational and financial views into Professional Services activities.
• Design and generate recurring and ad hoc analyses covering utilization, revenue, bookings, time-to-value, and other core KPIs for PS and related business units.
• Extract, aggregate, and integrate data from Professional Services Automation (PSA) tools (e.g., Certinia/FinancialForce), Salesforce, NetSuite, and other platforms.
• Develop exception and trend reports to identify and alert management to anomalies, risks, and opportunities in project delivery and resourcing.

Process & Systems Enhancement

• Partner with key stakeholders to define, document, and continuously improve the analytics processes supporting PS operations.
• Contribute to system/process integration initiatives, such as maintaining or enhancing PSA-to-NetSuite data pipelines.
• Serve as an internal subject matter expert on analytics data sources, tools, and best practices within the PS organization.

Collaboration & Communication

• Present findings and actionable insights in clear, concise written and verbal form to stakeholders at all organizational levels.
• Collaborate cross-functionally with Resource Managers, project leaders, regional heads, and Finance/IT to meet evolving data/reporting needs.
• Support ongoing data quality initiatives and act as an advocate for data-driven decision-making in the Services business.

Additional Responsibilities

• Prepare regular (weekly, monthly, quarterly) performance reports and presentations for management review.
• Lead or support process improvement projects aimed at increasing automation and efficiency within the analytics/reporting cycle.
• Stay current with industry analytics tools and methodologies; recommend enhancements to Kaleris’ analytics capabilities as appropriate.
• Support the roll-out and training for new analytics/reporting tools or processes as needed.

Employment Prerequisites

• Bachelor’s degree in business analytics, information technology, data science, finance, or a related field.
• 1–2 years (including internships/co-op) of hands-on experience in data analytics, business intelligence, or a similar analytical role (ideally within professional services, SaaS, or consulting environments).
• Demonstrated proficiency with Excel and at least one major dashboard/reporting tool (e.g., Power BI, Tableau).
• Experience with data extraction, transformation, and integration across multiple systems (e.g., PSA tools, Salesforce, NetSuite).
• Ability to define, calculate, and explain business and operational KPIs.
• Clear and concise communication skills (written and verbal).
• Ability to present data in an actionable and audience-appropriate manner.
• Assertive problem-solving and analytical skills, with high attention to detail.
• Familiarity with Professional Services Automation tools (preferably Certinia/FinancialForce) and Salesforce is strongly preferred.
• Ability to work collaboratively in a multi-cultural, geographically distributed team environment.

Nice to Have

• Experience in Resource management.
• Experience in process mapping, data governance, or business process improvement.
• Exposure to automation technologies (RPA, low-code platforms, etc.).
• Familiarity with NetSuite or other financial/ERP platforms.
• Experience supporting globally distributed service or operations teams.